Tracking customer satisfaction
"If you can not measure it, you can not improve it" (Lord Kelvin)
Take a moment to think about how you understand your customers' experiences today.
Word of Mouth? Perhaps you collect customers’ opinions by informal conversations. How reliable do you think these are? When you are a customer yourself, do you always tell the truth when asked, “Is everything OK?”
Feedback Forms? Perhaps you put out paper feedback forms or accept online comments. Do you get enough feedback this way, or do you just collect the very good or very bad?
Mystery Shoppers? Perhaps you use Mystery Shoppers to give you a detailed snapshot of your business performance. How representative is this? Can you rely upon one customer’s experience when you’re making important decisions?
Most businesses currently get very low volumes of customer feedback, and what they do receive is unreliable, unrepresentative and difficult to use. Hardly what you need to reliably track and improve your service!
The best time to collect feedback is when your customer is interacting with your business. Make it easy for customers to use text message and mobile feedback channels and see your response rates increase by up to 500%.
Find out more about how Niggle can help you collect customer opinions in a way that works - continuously and easily.
